Job Summary:

As a Business Systems Support Specialist, you will be an expert who provides production and project support for systems and processes used by National Geographic Expeditions, Adventures by Disney, Disney Cruise Line and other associated lines of business. Your primary focus of support will be for National Geographic Expeditions with eventual support for Adventures by Disney, Disney Cruise Line and other associated lines of business expected.

You will support the research and administration of Guest loyalty membership and travel credit requests which affect the sales process. You will oversee the post-trip evaluation process, working with vendors to obtain and update necessary data to help deploy electronic surveys to Guests. The information gathered in this process is important to the Product, Operations, and Guest Experience teams in assessing the products and experiences we provide.

You will be responsible for data entry and updates in the reservation databases to ensure accurate Guest, sales, and revenue data. Additionally, they will compile monthly reports for the Risk Management team and supports the International team with weekly data uploads and quality control. Externally, they will work with tour operator vendors to ensure accurate sales/Guest data.

As directed, you will assist Business Systems Management and other partners across the abovementioned lines of business on a variety of projects or ongoing administrative tasks to ensure smooth operations.

You will report to the Manager-Systems Operations.

Responsibilities:

• Provide general Business Systems Management help desk production support with a primary focus on National Geographic Expeditions, with eventual support for Adventures by Disney, Disney Cruise Line and other associated lines of business expected. Production Support may be provided through Salesforce Case Management, emails, Systems Security Administration, system password resets, BSM Help-Desk phone answering or other methods/tasks.
• Provide systems support for a growing suite of applications and processes supporting the abovementioned lines of business with the flexibility to embrace and maintain new or enhanced systems into the future.
• Support special projects and assignments which may require working with salaried and non-salaried Cast Members at all levels.
• Tour Operator, Sales, and Guest Experience Support: You will be the primary resource to research and validate Guests requests to be members of the National Geographic Expeditions Lifelong Explorer Loyalty Program or for applying Future Travel Credits.
• Post-Trip Evaluation Administration: This includes the accurate review and updating of Guest and departure data in the NGE reservations database, Peak 15, and creation and deployment of electronic evaluations in the Qualtrics system for all products which are Owned and Operated, and many partner operated trips. Coordinate with Tour Operators, Call Center partners, reservation system manager, and Program Directors to ensure timely and accurate distribution of evaluations (and the suppression of surveys for minors or partner-sourced Guests where it is not appropriate). These tasks may be adjusted with the introduction of new or enhanced systems or processes in the future.
• Data Support: You will support data entry responsibilities to ensure accurate Guest, marketing, and financial data in the reservations system. With the many automated integrations from external tour operators, you will identify, troubleshoot and clean incorrect data as a result of data feed challenges that affect the integrity of systems data.
• Documentation/Training Materials: As directed by business stakeholders or Business Systems Management leadership, you may help document systems and processes, and help create training documents, Standard Operating Guides or knowledge articles.

Basic Qualifications:

• Analytical and operational skills.
• Partnering/work relationship skills; ability to interact with Cast Members at all levels.
• Strong written and verbal communication skills.
• Experience with Microsoft Excel and other applications and software.
• Ability to learn new systems and processes.
• Strategic thinking, problem solving, conflict resolution skills and a Guest service mindset.
• Knowledge and implementation of measurement and research to improve processes.
• Experience working with confidential information.
• Independent, motivated, and flexible: with a talent for planning and development of evolving areas.
• Experience handling and prioritizing multiple assignments simultaneously in pressure situations.
• Requires flexibility in work schedule.

Preferred Qualifications:

• Knowledge of Peak 15, QuickBase and Qualtrics.
• Experience creating reporting off of data gathered such as Excel or Business Objects.
• Experience working with partners to understand and gather requirements and then working with BSM and Technology partners to help develop solutions.
• Facilitation and presentation skills.
• National Geographic Expeditions, Adventures by Disney, Disney Cruise Line or travel industry experience.
• Interest in travel and exploration and interest in cultural awareness and exchange.

Required Education

• High school degree or equivalent.

Preferred Education

• Bachelor's Degree

About NatGeo Expeditions:

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Magical Cruise Company, Limited, which is part of a business segment we call NatGeo Expeditions.

Magical Cruise Company, Limited is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.